GENERAL TERMS AND CONDITIONS
Heveaplanet.com web shop is open 24-hours a day, but can be closed due to maintenance. Orders given in weekends and national holidays will be handled on the first coming business day.
Acceptance of general terms and conditions
By ordering from our site, you accept our general terms and conditions, including our Privacy Statement. You must be at least 18 years old to purchase items on the Website and possess a valid credit card that is accepted by us. If you are under 18 years old, you must have a legal basis to enter into an agreement with us.
SHIPMENT AND RETURNS
Your pack is generally dispatched within 2 days after receipt of payment and is shipped via FED EX (GLS in Denmark).
Shipping fees include handling and packing fees as well as shipping costs. Handling fees and transport fees are fixed. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are made for shipping and your items are well protected.
The amount of your order is withdrawn when your order is shipped.
Danish customers please read the bottom of this section
Thank you for shopping at heveaplanet.com and for choosing our products, which are people and planet-friendly. We really hope that you enjoy your purchase. However, if you would like to change or return a product, then we will be happy to help you.
RIGHT OF CANCELLATION
RETURNS FOR PURCHASES DELIVERED
If you wish to use your right of cancellation in this agreement, we are required to refund all payments received from you, including delivery.
You must pay the direct cost of returning the item to us. To be reimbursed, we ask that you contact our customer service by email at firstname.lastname@example.org or by phoning our customer service at +45 50491480 (9 am – 4 pm CET) stating:
- Full name of the purchased product
- Your order number (starting with # on top of your enclosed receipt)
- The reason for returning the product
Before returning a product and within 14 days from you have received the product according to the date on the proof of delivery from Fed-ex. The product must:
- Remain in the original packaging
- Not have been altered or used in any way
- Not have been washed
When we receive your returned product we will issue you with a full refund for all payments received from you, including delivery – NOT the cost of returning the item to us. The amount will be refunded to you latest 14 days from we have received the goods form your.
The right of cancellation is met if you send your notice of cancellation before the cancellation period has expired – 14 days from when you received the item. We withhold payment until we receive the products. The deadline is met if you send back the goods without undue delay and no later than 14 days from the date you have informed us about the performance of the contract right of cancellation.
We recommend that you save the receipt as proof that you have delivered the package to the post / carrier.
You are only liable for any diminished value of the goods, such as breaking the sealed packaging, which ensures that the product is sterile when we receive it.
If you take the product for use beyond what is necessary to ascertain the nature of product, we reserve the right, at a specific assessment in each case, to reduce the repayment or cancel the refunding payment completely.
If you wish to return, it must be sent to the address below, please contact our customer service by email before returning: email@example.com
A.P. Møllers Allé 17
Att: Returns: heveaplanet.com
EXCHANGE OF PURCHASES DELIVERED
If you would like to exchange an item:
- Write to firstname.lastname@example.org or call us within 14 working days of your purchase.
Our telephone number is +45 50491480. Please provide us with:
- The full name of the product you purchased
- Your order number (begins with # at the top of the printout of your receipt)
- The reason you would like to return the item.
- Or if you wish to exchange it for a different product, please tell us which product you would like us to send you.
- The product you wish to change should be send to the address below
A.P. Møllers Allé 17
Att. Exchange: heveaplanet.com
- Please Place the product in a strong cardboard box or you can reuse the box in which you received the product. Make sure the package is securely sealed with tape.
- Send the item to us by Recorded Delivery/Registered Post and are sure to keep the receipt as evidence of posting. Recorded Delivery or Registered post refers to a postal service for which a signature is required upon delivery.
HOW WE REFUND YOU
- As soon as we have received your returned item we will send you a confirmation email to let you know.
- We will refund you using the payment method you used to pay for the item. Usually this happens within 5 working days of receiving the item, and always within 14 days of our confirmation of receipt email to you
- If you are exchanging an item, you will be charged the postal cost. Please note we ask you to take special care with items that you might need to return: specifically we can only reimburse or exchange items that are new and unused and which:
- Remain in their original packaging
- Have not been altered in any way
- Have not been washed
If you have any questions or would like any advice about returns or exchanges, please do not hesitate to contact our customer service team at to email@example.com or by phone +45 50491480.
According to EU-laws you have 2 years warranty, this warranty only applies to Heveaplanet.com products, which are NOT sealed. Please note that most of our products are sealed for hygiene reasons. The warranty is therefore NOT valid on our sealed products, if the seal have been broken.
All products should be maintained according to the instructions on the individual product, Heveaplanet.com cannot be held responsible for damages due to incorrect maintenance. Read the instructions on the product pack or under FAQ’s on heveaplanet.com.
For shipping prices go here
Heveaplanet.com reserves the right to change prices. Prices at the time of placing an order are valid throughout the buying process. *At times where software or human errors for instance list products with an obvious faulty price, Heveaplanet.com reserves the rights to cancel the order – notifications will be given.
CHANGE OF PRODUCT ASSORTMENT
Heveaplanet.com reserves the right to change its stock availability on the site and to remove items from the product range before a purchase has been registered.
We do our best to make sure that all of the content on our site is correct. However, as we are only human, we reserve the right that unintentional errors may occur. Colours on your computer screen are not always 100% accurate.
Communication between you and heveaplanet.com will be in English or Danish.
UNDER 18 YEARS OLD?
If you are under the age of 18, your parents’ or guardian’s consent is required to make purchases on this web shop.
DAMAGE DURING TRANSPORTATION
All shipped packages are insured. If the package and/or the content are damaged upon arrival, please report it to the courier upon delivery. When returning goods to us, do not use snail mail as this is not insured (and you will not be reimbursed if the package is lost). Always keep your receipt. If you notice any damages when you unpack your items, please contact us.
SHOPPING, SHIPPING AND CUSTOMS
Only customers with a valid address in the countries listed under freight may place orders on this web shop.
In terms of payment, we accept PayPal and credit cards via ePay Payment Solutions:
- International VISA
- Visa Electron
- Discover via PayPal
Making purchases in our web shop is secure (SSL). We use state of the art technology to keep your credit card information safe. For details on our security measures, please see terms and conditions.
Prices are stated in EURO and USD
VAT - Sales tax
Heveaplanet.com is registered in and operates out of Denmark, under Danish law (DK CVR 32271480).
Therefore all shipments to our customers will be automatically invoiced with the Danish sales tax of 25% included in the price. * The sales tax may most likely not be refundable or deductible in your country.
The customer will be responsible for paying all taxes and duties applicable in the country where the delivery of the ordered products will take place. Any and all charges or costs associated with the customs clearance of the delivered products are solely under the responsibility of the recipient of the delivery.
Heveaplanet.com does not withdraw the amount for the order before the order is shipped.
The transaction fee will not exceed the fees set by ePay / Clearhaus / PayPal
HEVEA Care Plan - subsriptions
If you purchase a HEVEA Care Plan, you will receive a shipment every 2 months for up to 36 months, or until you choose to cancel the subscription. Your Care Plan shipment will always contain the items selected at your initial checkout, unless edited by you in your subscription management in My Account.
You may log into your account and edit or cancel your Care Plan subscription at any time.
You may cancel your HEVEA Care Plan subscription at any time. To cancel your subscription, you can do so online at any time (in your account settings) or by email to HEVEA customer service at firstname.lastname@example.org. Please note: HEVEA Care Plan subscriptions cannot be cancelled via Facebook, Instagram or other forms of social media.
The HEVEA Care Plan subscription charge will recur every two months until you choose to cancel it. The subscription will automatically stop after 36 months if not cancelled by you before this.
Your card details will be stored the first time you order and will be re-used for subsequent orders. Your credit card will be charged once your order dispatches from our warehouse every two months. Your credit card will be charged the amount according to the initial order unless the subscription plan has been changed by you.
All prices include VAT.
Shipping cost for the Care Plan
HEVEA offers free shipping for all Care Plans for the Zones Denmark and Europe 1. For all other countries shipping cost for Care Plan are the same as for other purchases on Heveaplanet.com
See a full overview of shipping cost here
UDDRAG AF HANDELSBETINGELSER VEDR: FORTRYDELSESRET & RETUR
ØVRIGE BETINGELSER ER GÆLDENDE FOR DANSKE KUNDER SOM BESKREVET PÅ ENGELSK OVENFOR
Online-butikken er åben 24 timer i døgnet, men kan dog være lukket som følge af vedligeholdelse. En bestilling som er afgivet på en offentlig fri- eller helligdag, vil blive behandlet den følgende hverdag.
Du skal være mindst 18 år gammel for at købe varer på Hjemmesiden samt besidde et gyldigt kreditkort, der er accepteret af os. Er du under 18 år gammel, skal du have et juridisk grundlag for at indgå en aftale med os.
Beløbet for din ordre trækkes altid først når varen afsendes.
Hvis du bor i Danmark og har modtaget din vare i Danmark, og udøver din fortrydelsesret i denne aftale, refunderer vi alle betalinger modtaget fra dig, herunder leveringsomkostninger. DU SKAL BETALE de direkte udgifter i forbindelse med returnering af varen til os.
For at udøve fortrydelsesretten skal du meddele os din beslutning om at fortryde denne aftale i en utvetydig erklæring via e-mail email@example.com eller ved telefonisk henvendelse på +45 50491480 med følgende oplysninger:
- Det fulde navn på det købte produkt
- Dit ordre nummer ( starter med # i toppen af din medsendte kvittering)
- Hvorfor du ønsker at returnere varen.
Fortrydelsesfristen er overholdt, hvis du sender din meddelelse om udøvelse af fortrydelsesretten, inden fortrydelsesfristen er udløbet – 14 dage fra du har modtaget varen.
Vi kan tilbageholde tilbagebetalingen, indtil vi har modtaget varerne retur.
Fristen er overholdt, hvis du returnerer varerne inden udløbet af de 14 dage. Uden unødig forsinkelse og senest 14 dage fra den dato, hvor du har informeret os om udøvelsen af aftalens fortrydelsesret.
Vi anbefaler, at du gemmer postkvitteringen som bevis for, at du har afleveret pakken til posten/transportøren.
Du hæfter kun for eventuel forringelse af varernes værdi, som fx at bryde forpakningen, som sikrere at produktet stadig er forsejlet i pakken når vi får det retur.
Hvis du har taget varen i brug ud over hvad der er nødvendigt for at konstatere varens art forbeholder vi os retten til, efter en konkret vurdering i hvert tilfælde, at reducere tilbagebetalingen eller lade tilbagebetalingen helt bortfalde.
Hvis du sender varen retur, skal denne sendes til nedenstående adresse, husk at kontakt vores kundeservice pr. mail før du sender retur: firstname.lastname@example.org
A.P. Møllers Allé 17
Att.: Returvare web
Ifølge EU-lovgivning har du 2 års reklamationsret. Denne reklamationsret er kun gældende for heveaplanet.com produkter som IKKE er forseglede. Bemærk dog at de fleste af vores produkter er forseglede af hygiejniske grunde. Reklamationsretten er derfor IKKE GYLDIG på vores forseglede produkter, hvis den forseglede forpakning er brudt.
Alle produkter skal vedligeholdes ifølge instruktionerne på de enkelte produkter.
Heveaplanet.com kan ikke blive holdt ansvarlige for skader eller slid som følge af forkert vedligeholdelse eller opbevaring. Læs instructionen på produktets pakke eller under FAQ her på hjemmesiden.